UNIT‐ 1 Communication skills.

Q1. What is communication? Explain the process with the help of examples.
Introduction:
The term “COMMUNICATION” comes from the Latin word “COMMUNICARE”, this means
to impart or participate.
In every mode communication is necessary and imperative.
Communication:
“COMMUNICATION is the process of passing information and understanding from one to
another”.
PROCESS OF COMMUNICATION
Communication has been defined as a process, which is dynamic and ever changing in
nature.
Process consists of five steps:‐
‐‐ Idea is generated
‐‐ Idea becomes message
‐‐ Message is transmitted
‐‐ Receiver gets message
‐‐ Receiver responds the message (Feed back)

IDEA SENDER ENCODING MESSAGE IS TRANSMITTED RECEIVING RECEIVER DECODING

MEDIUM

FEED BACK
 IDEATION:‐

• The process of communication begins with ideation, which refers to the formation of idea
or selected message is to be communicated.

• The scope of ideation is determined by sender’s knowledge, experience and abilities.

SENDER:‐

• Sender is one who starts the process of communication. Sender may select the content
and its kind.

• It may be logical or emotional. Message may be on formal subject or general subject.

ENCODING:‐

• In this stage messages are composed of symbols having translation of an already

conceived idea by sender through appropriate medium.

• Converting idea to message can be termed as encoding, which needs to have selected
medium for it.
TRANSMISSION:‐

• Transmission refers to the flow of message over a chosen channel. It is one of the most
basic aspects of communication because it also involves in selecting proper time, place
and way.
RECEIVING MESSAGE:‐

• Receiver receives message from sender through a selected medium. The receiver has to
assign meaning to a message in order to understand the message.
DECODING:‐

• Decoding is reverse of encoding. It is a process of converting a message into thoughts by

translating the received stimuli.
• Process of decoding involves to interpretation and analysis of a message, which is done by
receiver.
FEED BACK:‐

• Response is the last stage in communication process. It is an action or reaction of receiver

to the message received. Response is thus known as key to communication effectiveness.
 CONCLUSION:‐
The flow of communication will be more effective if all the above have smooth flow,
without any hindrance or noise.

Other form of questions would be ‐‐‐‐‐

• Draw communication cycle.

• Explain the term encoding decoding and feedback.

• Explain in detail flow of communication.

Q2. What are elements of communication? Explain each element with
suitable example.
INTRODUCTION:‐
In communication language embodies (combines) and conveys thoughts along with
language. There is also other element, which contributes to communication.

ELEMENTS OF COMMUNICATION:‐

Intellectualism

Language Initiation

Expression ELEMENTS OF Feedback

COMMUNICATION

Knowledge Channel

Attitudes Situation

Purpose

IN DETAIL:‐

INITIATION:‐
Communication begins a source initiates a statement in order to transmit some
thoughts need idea or information.
To give a welcome speech there must be an idea for what to speak.
FEEDBACK:‐
The response of the receiver that is sent back to the source forms a feed back.
Feed back helps to know if the message was received correctly or not.
We may intend to give feed back after attending a seminar so as how far we
understood the topic.
CHANNEL:‐
Channel connects the source (E.g. speaker) and receiver (listener).They may be
connected to each otter by sound waves or light waves.
Sound waves are carried of by language we use and light waves with facial
expression and body gestures.
SITUATION:‐
Situation is the place or setting in which a communicative events occur .The
content will differ always when you communicate with your friends and with
your boss as according to the situation.
PURPOSE:‐
Purpose consists of intention of the source or speaker. It is a communicative
aim of speaker.
In college your teachers will speak with purpose to teach to you a given topic.
ATTITUDE:‐
The speaker and the listener carry with them certain ideologies, world views,
beliefs and aptitude.
They are under the influence of varying emotional and mental states.
Students will have negative view towards dull students of the class or to the
naughty ones.
KNOWLEDGE:‐
The speaker has to possess adequate knowledge of the message that is to be
transmitted.
Knowledge is based upon observation, study and personal experience.
There must be a proper knowledge of a given subject before examination for
students.
EXPRESSION:‐
Expression consists of the ability to transmit or communicate effectively.
There must be clarity, intelligibility and fluency for smooth flow of it.
When we have pain and sorrow we may express it with the help of tears.
LANGUAGE:‐
Language is one of the most important elements in the communication
process.
There must be appropriate words and pattern of sentences to use language
effectively.
There should be politeness, in our language, when we are talking to our elders.
INTELLECTUATISM:‐
Communication is sustained and made effective with the intellectualism.
Speaker and listener have to express and understand views calmly, rationally,
reflectively, precisely and effectively. When intellectualism is absent, thoughts
and ideas are likely to be insufficient.
CONCLUSION:‐
Communication needs to have creativity, which can be attained with
involvement of different elements.

Q3. Explain in detail the flow of communication.

INTRODUCTION
 Information flows in an organization both formally and informally. The flow of
communication can be into various directions as: ‐ (1) Vertical communication
(2) Horizontal Communication.
.Upward
.Downward VERTICAL COMMUNICATION
.Lateral or diagonal

HORIZONTAL COMMUNICATION
Formal communication will flow with official hierarchy level and informal flow
has no definite structure or hierarchy to follow.

FLOW OF COMMUNICATION

MANAGING DIRECTOR

DIAGONAL

HORIZONTAL

DIRECTOR 1 DIRECTOR 2 DIRECTOR 3

M1 M2 M3 M1 M2 M3 M1 M2 M3
 U

I
• DOWNWORD COMMUNICATION :
Downward communication flows from a manager .i.e. from top to the chain of command.
For example when managers inform, instruct or advice their subordinates, the flow of
communication is in downward pattern.
Downward communication can take any form as member notice, new policies or
procedure to ask for any analysis etc.
Conversation may be through written form, face to face or telephonic.
Upward communication:

When the flow of communication is from bottom line to the top authority it is
termed as upward communication.

For example when subordinates send a report to inform their superiors or to

present their findings, communication flows upward.

The extent of upward communication depends on the organization.

Open culture creates a climate of trust, participative or empowerment, as they

would provide input for managerial division.

Suggestion box, survey, grievance procedures, reviews reports etc. provides

information to top management.

Lateral /Horizontal communication.

This form of communication takes place among peer group or hierarchical

equivalent employees.

Such communication is necessary to facilitate co‐ordination, save time and bridge

communication gap.

Lateral communication enables the sharing of information with a view to apprise

the peer group of activities of a department.

This type of communication is very vital for growth of an organization as it builds

co‐operation among various branches.

Probability of communication gap is found because of decentralization.

Diagonal or cross lines.

Diagonal or cross lines communication flows in all direction and cuts across all
function and level in an organization.

For example sales manager communication directly to vice president

(production).

This form of communication deviates from normal chain, but it’s quick and
efficient.

The increase use of e‐mail also encourages cross lines communication.

As there is no specific line command in diagonal communication, it is also referred

as cross lines, radial or circle communication, depending upon structure of an
organization.
Q4. Explained basic forms of communication.

Introduction:‐

There are different forms of communication by which the massage can be

transmitted, it shows how massage is compassed and delivered.

Forms of communication:‐

Picture/symbols/signs. Oral communication. Written communication

Object language communication

Body language Voice modulation space distance

In detail:‐

1. Oral communication

Oral means stemming from mouth, message in the form of spoken words
are referred as oral communication. The use and position of words in oral
communication can make difference in understudying the intent of
message.

2. Written communication:‐

Written communication refers to the words that are written and studied in
the form of a message.

In an organization written from of communication written from of

communication is in the form of letters, means, reports etc.

Whenever message is transmitted in written format, they acquire a formal

structure; simple language is used, for better interpretation.
3. Body language.

Body language refers to the transfer of message through signals emitted by

body. Body language in almost all situations is involuntary.

The receiver on most occasions is able to grasp the signals and moments at
a collective’s understudying of the message.

4. Space / distance:‐

The space or distance you maintain with receiver or sender communicates

the nature of relationships between both.

Zone that an individual maintains:‐

Imitate 1 or 1 ½ feet

Personal 4 approximately

Social 10 to 11

Public 11 feet

5. Voice modulation.

Voice modulation and inflection in the tone refers to the changes in voice
and speech patterns.

Variations in voice modulation can communication much about the feeling

and attitude of the sender. Level of energy and peach of speaking also
communication a message.

6. Object language.

Object language refers to the message communicated by the objects. For

example a respectable dress code and a brief case communicate a class.
Object language allows precede oral communication, which either
strengthens or negatives the image.
 7. Picture / symbols/ signs.

Picture, symbols and signs used, to add the content for easy understanding.
Complexity to the content may anise, if picture, symbols are not used
property.

It must be simple, conventional, lays and creative one.

Thus different forms of communication are used to convey the message

with an appropriate media or channel to make more effective.

Q5. Explain different levels of communication.

Introduction:‐

Communication is an activity which involves transmission and inter‐change

of ideas at various levels.

Levels of communication:‐

Human communication takes place at various levees as:‐

• Extra personal

• Intra personal

• Inter personal

• Organization

• Mass
In detail:‐

Extra personal communication:‐

Communication between human beings and non‐human entities is known

as extra‐personal.

For example, “A parrot responding to your greeting”.

In this form of communication, it require to perfect co‐ordination and

understanding between sender and receiver.

One of them will transmit information or respond in sign language.

Intrapersonal communication:‐

The communication that takes place within the individual is known as

intrapersonal.

Brain is linked to all the parts of the body by an electrochemical system.

When any information is sent to the brain it acts as receiver, and responds
to the sender after processing the information.

Self motivation, self determination etc. take place at the intrapersonal

level.

Organizational communication:‐

Communication is an organization takes place at different hierarchical

levels, which is necessary for the sustenance of any organization.

Communication here needs to be with proper networking for a smooth

flow. It includes as:‐
Internal operational:‐

All communication that Occurs in conducting work within organization is

known as inter‐operational.

External operational:‐

The work related communication that an organization does with people out
side the organization is called external communication personal.

All communication in an organization that occurs without purpose as far as

business is concerned is called personal communication.

Mass Communication:‐

Communication to a large audience which is heterogeneous (made up of

people) and anonymous (unknown).

This type of communication is more persuasive in nature, which also

requires more care on part of sender in encoding the message.

Oral communication through mass media requires equipment as

microphone, amplifier written form need print or visual media.

Characteristics:‐

• Large reach

• Impersonality

• Presence of a gatekeeper.
Q6. State the difference between general and technical communication:‐

Communication is said to be a circulatory system of an organization use of

different technology for a medium of communication is found, which make
communication process more effective.

Difference between general and technical communication

Heading Technical General

communication communication
Factual Technical communication General form of
is always found factual communication may not
be always factual
Formal elements Need to have formal There is no need of formal
elements elements
Structure In this form it’s logically Structure is not be always
organized and structured. maintain
Audience It defines for specific There may or may not be
audience specific audience.
Technique Complex and important There is no specific
exposition of techniques exposition of techniques
are found
Graphics Usually involves graphics May or may not use
graphics
Style Always found to be formal Both formal and informal
style style are used
Content Content is technical here Content is general here

Vocabulary Involves to have special Involves general

vocabulary vocabulary
Nature Objectives Objectives & subjective
Importance of technical communication

Technical communication plays a pivotal role in an organization whether its

business enterprise, an industry or an academic.

Communication serves as an instrument to measure the success or growth

of an organization.

Revolution in information technology is having a profound impact on

technical communication.

Special Skill is required as of Change in Technological Environment These

Skills Include
1‐Knowledge of High‐tech Communication
2‐Ability to Present
3‐Explain Complex Technical Information in Simple and Familiar Style
4‐Analyyze and Understand the data
The flow of information through technical mode makes it easy and speedier
Example:‐E‐mail, fax, internet etc
Technical communication provides better and effective structure to a given
source of information
Examples: Manuals, reports, proposals. Etc.
Quality and quantity of information is more overfund through technical
communication which becomes more organized in an organization.
Technical communication in an organization can be divided into oral and
written form; selection of media plays an important role here.
It is impossible for an organization to survive without communication; use
of technical aspect so can never be ignored here.
Q7. Explain communication networks
A variety of patterns emerge when communication combines through vertical
horizontal channels. The patterns are termed as communication networks.

FORMAL:
There are five common communication networks that play an important role in
formal network.
CHAIN NETWORK –
The chain network represents a vertical hierarchy in which communication can
flow only upward or downward.

This type of network is found as direct –line of authority communications with no

deviations.
Y‐NETWORK‐
Y‐Network is in effect a multi‐level hierarchy and combination of horizontal and
vertical flow of communication.
It is found that two subordinates report to one senior, with two levels of authority
above the latter.
WHEEL NETWORK‐
Wheel network refers to several subordinates reporting in a superior. This is a
combination of horizontal and diagonal flow of communication.

CIRCLE NETWORK‐
Circle network allows employee to interact with adjacent members but no
further.
There is a vertical communication between superiors and subordinates.
Horizontal is only at lowest level.
ALL CHANNELS –
This form of communication network is least structured, which enables each
employee to communication freely with the others.
All are equal as no employee formally or informally assumes a leading role.

INFORMAL NETWORK MODELS

Besides flow through formal network communication in an organization also
travels in informal networks. Æ The Grapevine
The informal network is very active in almost every organization. The different
patterns of networks found are:‐

1. Single stand:
Single stand is the way in which most people are view in grapevine. Here
the message is passed from one person to another along a single stand.

2. Gossip:
In gossip network one person passes information to all other. As one to
many form.
3. Probability:
In this form of network the information is passed by at random, no fix
structure is found here.

4. Cluster:
Cluster is the most popular form of grapevine in which some people will
pass information to select few others.
I
F
B C
E
D
J
A

In general informal / grapevine is:

Not expensive
Rapid
Multidirectional
Voluntary and unforced one
But:
Should not ignore information received through grapevine
Should use supplement formal channel.
Should identify but not threaten source of information
Should try to understand human relationship involved